Study pinpoints UCaaS and CCaaS challenges

Security and network services are rated the top challenges for enterprises deploying or considering UCaaS and CCaaS technologies, and decision makers prefer bundled solutions that add security features, a software defined network and 24/7 performance monitoring, according to Masergy's latest market trends report for UCaaS and CCaaS (conducted in partnership with IDG Research).

The study analysed responses from IT decision makers at global enterprises that are evaluating, planning to implement or have implemented UCaaS or CCaaS. 

Its findings revealed that data security and network performance are the top two areas that IT focuses on to ensure their UCaaS and CCaaS solutions are successfully delivering on business goals. 

Moreover, integrated solutions from a single provider take precedence because respondents say they result in easier implementation and management with better visibility and fewer integration issues.

According to the figures, over 90% of respondents prefer a bundled SD-Network and want 24/7 monitoring, and a similar figure rate a fully managed service as highly important. 70% say security is a challenge and 93% want security features and services built-in.

“The maturity of UCaaS and CCaaS has today’s decision makers less worried about technology features and more concerned about secure application performance across the network and the cloud,” said Terry Traina, Chief Digital Officer, Masergy. 

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